Service Delivery Manager - Heathrow Airport - Full-Time, Days and Nights

APCOA PARKING UK; Hounslow; On-site; GBP 41,000; Full time

Job summary

A leading parking management company is hiring a Service Delivery Manager for Heathrow Airport. The role involves managing staff, ensuring outstanding customer service, and overseeing day-to-day operations in a fast-paced environment. You will be expected to maintain high standards and deliver clear communication while motivating your team. A full clean UK driving license is required, along with proven customer service skills. The position offers a competitive salary of £40,382.16 per annum with a comprehensive benefits package including a pension and 28 days holiday.

Benefits

Pension

28 days holiday (includes Bank Holidays)

Motivating work environment

Qualifications

• Full Clean Manual UK Driving License is mandatory.
• Strong communication and team player skills.
• Demonstrated ability to handle pressure.

Responsibilities

• Plan and allocate staff to necessary areas.
• Organize and motivate your team for high performance.
• Ensure standards of customer areas and facilities.
• Deliver structured briefings at shift start.
• Conduct reviews and identify training requirements.
• Assist in recruitment of staff.

Skills

Excellent spoken and written English

Proven Customer Service skills

Ability to manage and motivate team

Tools

MS Office suite

Job description

The Role

Do you have a Full - Clean UK driving licence?

Do you have excellent communication skills?

Are you able to take initiative and make choices that are right for our customers?

Do you have a desire to learn and succeed in your role?

Service Delivery Manager - Heathrow Airport - Full-Time, Days and Nights - 42 hours per week - £40,382.16 Per Annum

We're looking for a Service Delivery Manager at Heathrow Airport who will be able to manage and motivate their employees while bringing about outstanding customer service within the Airport sector. As a Service Delivery Manager you will contribute to a passionate and friendly team working in a fast‑paced setting. You'll get given every chance to progress within a company that invests in its people.

Could you be the right person for this role?

Your responsibilities will include, but are not limited to:

• Planning, preparing and allocating staff across your entire outfit ensuring resources are deployed to the most needed areas during the working day/night
• Organising and motivating your team
• To ensure high standard of customer areas and facilities at all times by monitoring and liaising with the appropriate teams
• To ensure the effective and smooth running of operations at all times
• To deliver a structured daily briefing at the start of each shift
• To complete relevant shift handover documents to ensure incoming shift is fully aware of issues that have taken place and any planned issues.
• To ensure all members of staff are following agreed APCOA working practices and operating procedures
• To keep records of colleague absence and sickness and take corrective action where appropriate and within the guidance of APCOA’s Managing Absence Policy and Procedure
• Conduct monthly reviews along with annual PDR’s to identify and improve colleagues’ work through development, mentoring and on‑job training.
• To identify and action external training requirements
• Assist with inquiries and disciplinaries and grievances within the contract, ensuring all practices are followed in line with the Company Policy
• To provide first line maintenance for Heathrow devices such as barriers, readers, Hand Held Units etc.
• To attend regular customer service training to keep abreast of current trends and legislation
• To assist the Contract and Operations Managers in recruitment of staff

So, could you be our Ideal Candidate?

We are looking for an excellent team player with great communication skills. Someone who possesses the skills to work under pressure. So, if you feel that you can demonstrate good time keeping and reliability and also have a safety‑first mindset, then please apply today. We'd love to hear from you.

What we require from you:

• Excellent spoken and written English
• Full Clean Manual UK Driving License
• Proven Customer Service skills
• Be able to open, operate and close documents using MS Office suite
• Aptitude to be flexible and deliver demanding targets
• Talent to manage and motivate your team

We'll ensure you're rewarded for all your hard work, which is why we offer a great benefits package which includes but is not limited to:

Salary - £40,382.16 Per Annum

Shift Pattern - 4 on 4 off, 12 hour shifts, 07.00 to 19.00 and 19.00 to 07.00

Pension

28 days holiday (includes Bank Holidays)

We are focused on ensuring APCOA is a fair place to work regardless of age, race, gender, sexuality or level in the organisation. We offer a motivating work environment where successes are shared. With challenging projects and an atmosphere of fostering and support, staff have the development opportunities to fulfil their potential while aiming for excellence in their work.